Frequently Asked Questions

Getting Started

It takes courage to make your first therapy appointment, and also a lot of self-awareness. Whatever your concerns or struggles, it is never too minor and it is never too late to get help.

Our friendly team are ready to take your booking.

If you are in an emergency situation or at immediate risk of harm to yourself or others, call 000. If you require urgent counselling support, there are 24-hour help lines available: Lifeline 13 11 14 and Beyond Blue 1300 224 636

The booking process involves the following simple steps:

  1. Complete a new referral form online or contact our friendly team. We will match you with a therapist based on your referral and availability.
  2. Our admin team will book your first appointment and send you a confirmation email. You will be emailed some Intake forms to complete, or we can complete these over the phone if you prefer.
  3. Following this, we will set up your billing information. If you have a GP referral and Mental Health Care Plan, you can send this through or bring it along to your first session. If you have an NDIS Plan be sure to let our team know.

Psychology and counselling sessions run for approximately 50 minutes. 

During your initial appointment we aim to gain a thorough understanding of you, the reasons you are seeking help, and other background information.  The first session is an information gathering appointment and a chance to get to know each other. Therapy is a safe space where you can talk about all your concerns, and collaboratively identify the issues you wish to address and the changes you wish to achieve.  

The frequency of follow-up sessions will vary depending on your situation and goals, and you will be involved in the planning of your care.

Yes. Phone us on 1300 787 392 or email [email protected] to reschedule your appointment to a more convenient time.
Please refer to our cancellation policy for more information.

You can cancel or reschedule your appointment by phoning us on 1300 787 392 or emailing [email protected] more than 48 hours’ before your scheduled appointment time (business hours).
We require a minimum of 48 hours’ notice to cancel your appointment.

If you wish to cancel your appointment with less than 48 hours’ notice, or you do not attend your appointment without notice, you may be charged for the appointment. Cancellation or non-attendance fees are not eligible for a Medicare rebate. Please see Fees and Rates for more information.

Psychology and Counselling

You do not need a referral to access our services. However, you may be eligible for a Medicate Rebate if you are referred by your GP under a Mental Health Care Plan or you have a referral from a Psychiatrist or Paediatrician. See your GP to discuss whether you may be eligible for this program. If you are receiving services under Work Cover or TAC you will need to have received approval for psychology services and have a referral from your GP.

Psychologists are experts in human behaviour.  Psychology is a science based practice that explores the way people think, feel and behave.  Psychologists help people to develop the skills needed to function better, address current issues, and prevent ongoing problems. There are different areas of speciality within psychology including Clinical Psychology and Counselling Psychology.  We use therapeutic approaches that are effective and evidence based (backed by science).

Psychologists and psychiatrists both work in the area of mental health and frequently work together.  However, psychiatrists have a medical degree and have then specialised in the diagnosis and treatment of mental illness and emotional difficulties.  Psychiatrists can prescribe medication, but psychologists can’t.   Psychologists use treatment approaches that are based on changing behaviour and emotional responses.

Yes. Ahead of your first session, we will gain a general understanding of you from your referral information and match you with the best fit from our team of professionals who have a range of specialisations.

Everyone’s situation is unique. The frequency of sessions will vary depending on your issues, goals and level of support required. Your treating professional will discuss their recommendations with you. A collaborative approach is crucial, and we encourage you to have an active say in your ongoing journey.

No, we do not offer bulk billing at this time. Some of our services offer discounts for concession card holders, please talk to our friendly team if this applies to you. Refer to Access our Services for more information on our rebate avenues.

For information on our psychology fees and rates, please refer to our Fees and Rates list. We offer a range of funding options that may help you to Access Our Services.

You may be eligible for a rebate under Private Health Insurance, depending on your personal policy. Please check with your Private Health Insurance Fund on your policy coverage and rebates.

We offer a range of funding options. For more information, read about how to Access Our Services.

This can be a common struggle for parents. Our friendly team are here to help you through the process. 

This is a common situation, our psychologists and counsellors are skilled at engaging with young people.  Our friendly team are here to help you through the process, please let us know if there is anything that we can do to help child feel more comfortable.

If your child has a Mental Health Care Plan issued by their GP, Medicare allows a parent or carer to engage in up to two counselling sessions per year without the child present. This can be a helpful starting point to identify useful approaches and strategies for your child and family.

Telehealth/Online Sessions

A telehealth session refers to a regular appointment conducted via video conference or by phone. It allows you to receive services from the comfort of your own home or any location with internet and/or phone access.

Telehealth provides a convenient and accessible way to engage in therapy sessions. Telehealth sessions can help to overcome geographical barriers, save travel time, and maintain continuity of care, especially in situations where in-person visits may be challenging.

You can connect to your telehealth session via video conference or phone call.

For the best experience, we recommend you have access to:

  • A device with a camera (such as a laptop or smart phone) that can be used in a quiet, comfortable location free from interruptions
  • A stable internet and/or phone connection
  • A headset or headphones

If you would like to have your appointment via phone call, please let your therapist know who will arrange this for you.

You will receive your telehealth login details via email prior to your appointment. via SMS 48 Hours prior to your appointment as part of your reminder SMS.

We recommend logging in 10-15mins prior to your appointment start time to check your microphone and camera are working.

 If you are experiencing difficulties with logging in, or need assistance, phone us on 1300 787 392.

No, your telehealth sessions will not be recorded. Our telehealth services are conducted securely and in compliance with privacy regulations to ensure the confidentiality of your personal information.

If your session needs to be recorded for any reason, your Sureway professional will discuss this with you to gain your consent.

NDIS supports

Sureway is a provider of National Disability Insurance Scheme (NDIS) services. Our services are currently available to eligible NDIS participants who have Capacity Building, Therapeutic Supports, Recovery Coaching, Improved Daily Living, and/or Support Coordination within their NDIS Plan.

The cost of our services are in line with the NDIS Pricing Arrangements and Price Limits. You can view each of these documents on the NDIS website:

Your Sureway team are here to help you along your NDIS journey. 

If at any time you need help to understand your services and outcomes, rights or responsibilities, you, your advocate or trusted decision maker can:

At any time, if you wish to transfer to another provider, Sureway will help you do this. Please refer to our Transfer Policy within your participant handbook.

Getting to us

Visit Locations to view the full list of our offices.

Our office locations cater to a range of accessibility needs, including ramp access, private rooms, and sensory accommodations.

We endeavour to create safe and accessible spaces for all. If you would like to discuss your individual needs prior to your appointment, please phone our friendly team on 1300 787 392 or email [email protected].


Yes. Sharing your compliments and feedback helps us to serve you better.

If you wish to provide us with feedback or to make a complaint, you can:

  • Talk with your Sureway professional or ask to speak with a manager
  • Phone our client services team on 1300 SUREWAY (1300 787 392)
  • Email our Quality Assurance team on [email protected]
  • Write your feedback on a feedback form

Sureway Health and Wellbeing are part of the Sureway Group. We deliver employment and disability services for individuals and businesses on behalf of the Australian Government via Sureway Employment and Training, as well as Nationally Accredited Training services via our registered training organisation Sureway Skills Training.

Sureway’s Eltham, VIC clinic was previously known as Kylie Wainwright and Associates (KWA). Joining the Sureway Group in 2023, the friendly KWA team still operate from the same location and pride themselves on delivering quality services in their community under the Sureway banner.

Helpful links

Explore our helpful links to learn more about our team, and our range of services.

Mental Health

Fees and Rates

Access to Services

Helpful links
mental health counselling contact today

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Don’t let your barriers hold you back. Reach out to us today.

Sureway Health and Wellbeing is a division of the Sureway Group

Established in 1991, Sureway started as a local training provider in Wagga Wagga, New South Wales. Our mission has always been to collaborate closely with businesses across different sectors, enhancing their operations by upgrading the skills of their current and future workforce. Through identifying and fulfilling the unique needs of each business, we help level-up their performance and create long-term opportunities for communities.